10 salesforce.com implementation best practices & more from our pwc experience
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10 Salesforce.com Implementation Best Practices & more from our Experience
Confidential information for the sole benefit and use of PwCs client.10 nejlepchpraktik pi implementaci Salesforce.coma nco navcPwC Customer Technologies29/09/20161
Dariusz KozowskiDIRECTORSalesforce.com PracticeVclav VeselTECHNOLOGY CONSULTINGSalesforce.com Practice
PwCs Digital Services
Zva
Pytlaka
Prut
Vclav VeselTechnology Consulting at PwC
Hek?
PwCs Digital Services
PwCs Digital Services
Kdo pozn co to je za udltko?Kolik je v sle ryb?Vichni vme, e jedeme k moi. e tam ij ryby. e si chceme dt rybu a to nejlpe nmi ulovenou. Ale s tm jsme nepotali pedem. Najednou zjistme, e nemme nstroje.Kdy u ty nstroje velmi mazan, po esku pipravme, maj daleko od idelu.Takto asto vznik vtina nstroj
Ajci
Provoz
etn, daai, prvnci, backoffice
Zkaznk?
Typick rakousko-uherskpapry tlaen firma
PwCs Digital Services
PwCs Digital Services
Takto typicky vypad dnen mal a stedn esk firma.Opakem papry taen firmy je dle mho nzoru zkaznkem taen firma.Napklad v Deimos je papr pouze produktem projektu.Papry jsou pouze jako legalizan odraz skutenosti.Dovolm si ct, e zkaznkem taen firma to je podmnka pro tolik zmiovanou digitln transformaci.
CMS
Email a office
etn software, sklady, rzn SW na mru
Excel(CRM)?
Typick esksoftwarov mix
PwCs Digital Services
PwCs Digital Services
Dokonce by se dalo ct, e na prutov model se d naroubovat i typick esk firemn IT.Nauili jsme se, e kdy seberete vechny Excel ve firm, mte napl hotovou implementaci Salesforce.Nauili jsme se, jak je sloit zkaznky dostat pry z Outlooku.
udly
Sla know-hownek > houska
PwCs Digital Services
PwCs Digital Services
Vsledkem pouit nesprvnch nstroj, bez now-how budou udly.
Draz na zkaznka
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PwCs Digital Services
Vichni chceme lovit vet, nebo velk ryby.Profesionln nad se zamuje na zkaznka, na lovek.A s profesionlnm nadm zaijete ten pocit lovce, predtora, zabijka.
spojte sprvn nstroje se zkuenmi a ikovnmi lidmiAbyste mohli opravdu rybait,Praktika slo 1Salesforce s PwC
PwCs Digital Services
My v PwC kme, e znme sprvn nstroj a tm je Salesforce.Zrove mme velik tm zkuench a ikovnch lid.
Confidential information for the sole benefit and use of PwCs client.
Vce jak 600Certifikovanch Salesforce specialist celosvtov, +55 specialist pmo v CEEPrvn a jedinPlatinov Salesforce partner v CEE, nyn Global Strategic partnerZkuenosti z oborKomunikaceMdiaFinann slubyManufacturingUtilitiesProfesionln slubyZdravotnictvSchopnostiForce.com vvoj aplikacIntegrace pmo, nebo pomoc ESBSystmov architekturaMigrace datSales / Service / Marketing Cloud implementaceCertifiedMarketing Cloud ResellerPardot PartnerSpojen PwC a Salesforceje strategick. 8
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PwCs Digital Services
Platinov partner znamen, revenue, dobr hodnocen a certifikovan lid.Zkuenosti z mnoha odvtv.Kompletn pokryt od analzy, integrace, implementace, vvoje, a po podporu.Spojen detailnch zkuenost s principem fungovn podnikn a schopnostmi nasadit vlastnmi silami.
Co dl PwCjedinenmKadopdn pojme si promluvit, a zjistte pro spolupracovat prv s nmi.No. 1Od strategiek uskutennAnalza, implementace, integrace, trning, podpora, administrace
No. 2Projektov zkuenostiVce jak 200 CRM projekt skrze mnoho vertikl
No. 5Lokln i globln psobnostKancele v R, Polsku,UK, zkrtka v celm CEE regionu
No. 4Prvn poradenstv a podporaVzhledem k naemu zbru jsme pipraveni eit legislativu a cloudov regulaceNo. 3Nejvt tm & poet certifikacVce jak 60 profesionl Salesforcese 76 certifikacemi v CEE
No. 7Dedikovan QA &AMS tmVysok kvalita podpory a zaruen dostupnost
No. 8Kompletn slubyZkuenosti s portfoliem CRM, znalost a certifikace irokho portfolia Salesforce9No. 6Konkurenceschopn cenyZkuste poptvku a uvidte
PwCs Digital Services
PwCs Digital Services
Jak vypad jeden den v prci?Vae firma, a.s.MarketingObchodVedenProvozetnPersonlnTvo obsahSpout kampanPod konferenceTelefonuje a schzkujePosl nabdkye pipeline
Sleduje ukazateled fzeNastoluje trn strategii
Vyrb vas a kvalitnDodv vas a kvalitne reklamace
Zakld faktury pijatVystavuje vydane cestovn nklady
Nabr a vyhazuje lidiVyjednv s lidmie rozepe
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PwCs Digital Services
Ale jak to vlastn dlme? Velice zjednoduen, se d ct, e se ptme jak vypad v jeden den v prci na kadm oddlen, skoro kadho zamstnance.
Kde a jak se s vmi potkv v zkaznk?Jan ZkaznkMarketingObchodVedenProvozetnPersonlnDostv emailyKonzumuje ppadov studieastn se konferencPijm telefontyastn se schzekPorovnv nabdky
Chod na golfSleduje LinkedIn profilSetkv se na akcch
Sleduje kvalitu vrobkue reklamaceSleduje dostupnost zbo
Pijm fakturyPosl fakturyPlatSleduje kvalitu lid ve firmJe nabrn a vyhazovn
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PwCs Digital Services
Ale jak to vlastn dlme? Velice zjednoduen, se d ct, e se ptme kde a jak se s vmi potkv v zkaznk?.
Jak propojit vize veden s prax?
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PwCs Digital Services
Jak propojit procesy se zkaznkem?
PwCs Digital Services
PwCs Digital Services
spojte vizi veden s prax, procesy se zkaznkemAbyste mohli spn rybait,Praktika slo 2Salesforce je dobr sluha
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Dvodem je vsledek adopce. Przkum Forrester k, e ve 38% implementac se vyskytli pote prv pi propojen vize a realizace, respektive adopce CRM.Zrove je dleit vdy komunikovat skrz celou firmu benefity, kter firm Salesforce pin. Hrav tak vyvte ppadnou pidanou agendu.
IT TalentsAktivn lead pmo z webovch strnekPrvn kontakt do 1 hodiny, obchod uzaven do 48 hodinNespokojenost s aktulnmi loklnmi dodavateliPro nevybrat nadnrodn, kvalitn hodnocenou firmuHeadhunters, jako totln NE Salesforce zkaznkKompletn automatizovan buy to sell procesVnosy v du stovek tisc korun
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PwCs Digital Services
Vyuit Pardotu z na instance znamenalo, e sprvn lead se sprvn vyhodnotil a piadil se se vemi informacemi tomu sprvnmu lovku.V ppad aktivn rozhodnut klienta je velmi dleit rychlost reakce.Nakonec se ukzalo, e obchod s lidmi (neplst obchod s blm masek = kde NGO mimochodem tak vyuv SF) je s modifikacemi aplikovateln na SF.Pan Rycht sm k, e investice vloen do Salesforce se mu bez vhrad vyplat.Jsme prvn partner, kter je schopen dlat svoj prci dlouhodob s pidanou hodnotou.
protoe as rozhoduje o tom, kdo bude mt jak lovekNejsou mal ryby,Praktika slo 3Dlat rychle, ale s dlouhodobm efektem
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Kdy je pleitost, muste mt zpsob jak rychle zkaznka zprocesovat.Zrove ale a dsledn prce se zkaznkem a to ta dlouhodob pinese nejvce zisku.
Centrum ekonomickch a trnch analzNGOPvodnm zadnm byl Marketing Cloud, protoe ho jeden zamstnance pouval v UberuPoadavek na rychl nasazen a relativn levn eenVyuit AgileAccelerator pro projektov zen a sprvu poadavkMailChimp jako een pro spoutn kampanEventBride jako nstroj pro registraci eventTrailhead jako pouvan trningov nstroj
PwCs Digital Services
PwCs Digital Services
Licence pro NGO jsou od Salesforce poskytovny zdarma, ale zrovna CETA nespad do t sprvn kategorie.Jak je vidt ze zdroje leadu, tak ekosystm Salesforce vm zajist kvalitn refereal.Nkter firmy se dokonce pouvnm Salesforce chlub.Pvodn zadn znlo u nm nesta na kontakty Excel a chceme njak zvldat zvan na eventy.AppExchange se ukzalo jako een, kter pinese rychle vsledky.Ne vechny aplikace, ale pesn splovali pesn co klient poteboval.Vyuit Trailhead pro trning vrazn zlevn bn trning uivatel.
protoe mnohdy je nejcennj jak rychle se dostanete na trhVyuijte ekosystmu Salesforce,Praktika slo 4Aplikace, komunita, trning
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Zvlt pro men firmy je velmi dleit rychle ovit, e jejich obchodn model funguje.Mal firmy vyuij profesionlnch aktiv, kter pro n pipravila obrovsk komunita a mnohdy zdarma.
euNetworksPoskytovatel infrastruktury pro datov pipojen, vlastn a operuje 13 optickch metropolitnch st v 5 zemchZrove propojuje 45 mst v 10 zemch vysokokapacitnmi ptenmi linkami (poboka i v R)Na zatku byla 4 hlavn zadn od veden: friction free, collaborative, ready for acquisitions, future proof-platformService Cloud, Sales Cloud, Force.com, PardotDestky vlastnch objekt jako: veker etn doklady, invent, pronjmy, atd.Salesforce je platforma pro oboustrann spch; od roku 2011 jsou s nmi do dnesMulti-million project (EUR)
PwCs Digital Services
PwCs Digital Services
Salesforce jako pokud mono jedin master systm ve spolenosti.Jedna z naich nejvce programovanch instanc s bezmla 5 miliny dku kdu.Management se po plnm nasazen opravdu vnuje strategickm akvizicm a rozhodnutm, namsto mikrozen loklnch problm.
Aktuln mapa pten st
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PwCs Digital Services
Zopakuji zadn veden: Friction free, collaborative, ready for acquisitions, future proof-platformKad jednotliv datacentrum je napojeno na Salesforce.Kad dleit aktivn sov prvek je napojen na Salesforce.Je tak mon pesn sledovat napklad, kte zkaznci jsou ovlivnni poruchou a automaticky je notifikovat.
Mapa metropolitn st v Londn
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PwCs Digital Services
Pedstavte si to mnostv zkaznk, servisnch poadavk, zazen.Do toho pidejte rzn mny, regionln nastaven, sloitou organizan strukturu.Rst pedevm pomoc akvizic.Nedivm se, e se tito hardcore ajci chtli zbavit hardware a li do cloudu.
rozhodujcm prvkem je zkaznkSalesforce je platforma,Praktika slo 5Salesforce jako master systm
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Rozhodnut pro zvolit do firmy Salesforce mus bt taeno zkaznkem.Vdy se ptm na otzku: je zkaznk ten, kdo je ovlivnn procesem, slubou, produktem?. Pokud je odpov ANO, tak je msto pro Salesforce.Jak k Zdenk Pejcel (voln parafrzuji): Ve firm potebujete vlastn jenom dva systmy nco na etnictv a Salesforce.
lets switch to englishPassing the word to Darek,Tip number 6 10More hands-on experienceDariusz KozowskiDIRECTORSalesforce.com Practice
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More hands on experience with the given projects.
Steve JobsYouve got to start with the customer experience and work backwards to the technology
PwCs Digital Services
PwCs Digital Services
Its way we workWe ecnourage our customers to be a customer obsessed companyWhat a customer experience is.All customer interactions count agains customer exprienceThere should bo no none customer experienc interactoins how do you achive thatTips and practices weve learned from our customers
Be in control of every touch point with your customerTip 6Every interaction from picking up the phone at reception desk to service or product delivery counts against customer experience.
Full customer lifecycle from lead to delivery on one integrated platformEach customer receives the same level of service with closely monitored SLAsAutomated activity managementDedicated tools improving effectives of the processStandardized communication with communication templates
PwCs Digital Services
PwCs Digital Services
Bring your Customer behind the curtainsTip 7Make the customer feel like he is one and only and hear what they are saying. Give everything your sales or service team needs to serve customer in a better wayMake interactions with your customer personal and relevantFollow up on promises
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PwCs Digital Services
Go beyond customer expectationsEven if sometimes it means breaking a policy Be swift with any interactionsOne stop for problem solvingCollect customer information for future use
Tip 8
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PwCs Digital Services
Unlock employee potential to deliver value to the customer.Tip 9Effectively allocate resources and use joined company expertise to serve customers
Encourage cross department collaborationAsk a question about what keeps employees in the office after hoursEveryone should be enabled to be a customers problem solver
PwCs Digital Services
PwCs Digital Services
Cultivate the adoptionStart with leadersKeep data clean (garbage in, garbage out)Care about user experienceMake sure there are known benefits for everyoneBuild a team of advocates or early adopters
Tip 10
PwCs Digital Services
PwCs Digital Services
More hands-on experience from our clients30
Instant access to insights and metrics fueling decision making process
Decreasing amount of time sales rep spends on offer preparation
Management focused on strategic decision making instead of micro managing single processes
Decreasing costs of sales administration
Increasing sales team capacity to meet demand of dynamically growing markets
Heavily reducing paper based workflow
Improving allocation of sales resources
Streamlined processes and reduced complexity
Create an improved customer experience through faster quotes to customers and increased sales response times
Increasing revenue with predictable Lead to closed Opportunity sales cycle
What we have learned with our clients
PwCs Digital Services
PwCs Digital Services
PwC Customer Technology as Salesforce customerYes we use Salesforce for more than 5 yearsTimesheet build from scratch from legacy in 12.24 mandaysLeave requests as a complement to timesheetReferences always connected to client and opportunitiesChatter as the tool to do mass and in context communication to refresh emailPardot as a tool to find our customers
PwCs Digital Services
PwCs Digital Services
Thank you & DkujemeDARIUSZ KOZOWSKI, Director, Salesforce.com Practice M +48 797 326 [email protected]
VCLAV VESEL, Salesforce.com PracticeM +420 724 286 [email protected] 32Tme se na brzkou spoluprci
Dariusz KozowskiDIRECTORSalesforce.com PracticeVclav VeselTECHNOLOGY CONSULTINGSalesforce.com Practice
Contacts:PwCs Digital Services
PwCs Digital Services